What if the work you did every day could impact the lives of people you know? Or all of humanity?At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.
Position Summary:
As an Illumina Technical Applications Scientist you would provide expert technical advice and troubleshooting assistance to customers, channel partners and internal teams across Illumina’s products including Library Prep, Sequencing Instruments, Analysis Software and MicroArray products. Serves as customer contact on technical and service-related problems.
As a member of the AMEA Service and Support Team you will represent Illumina in our after-sales support and will be expected to maintain a high standard of professional customer service.
Tasks and Responsibilities:
- Quickly and accurately answer technical questions
- Professionally, efficiently and conclusively triage, troubleshoot and resolve customer complaints
- Assist customers with design and interpretation of Microarray and Next-Generation sequencing experiments
- Provide technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers
- Triage and dispatch issues requiring field support to Illumina or official Channel Partner Engineers and Applications Scientists
- Log and manage customer issues using Illumina’s issue-tracking database
- Manage and drive cases to ensure appropriate and timely action and resolution
- Conduct web based product trainings and application seminars for Illumina customers
- Provide oversight and feedback on channel service operations
- Reports problems trend, reagent and product quality issues to Regional/Global Product Support
- Performs additional duties as needed
All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
Preferred Education:
- Ph.D./ M.S or B.S. plus 2+ years relevant lab experience in molecular biology, genetics or related field.
Preferred Experience:
- Hands-on laboratory experience using, developing or troubleshooting a wide range of molecular biology protocols such as PCR, Next Generation Sequencing, and/or Microarray technologies is a plus
- Experience in library preparation and optimization or troubleshooting
- Prior commercial experience with channels and distributors is a plus
- Excellent analytical, problem solving and interpersonal skills required
- Outstanding written and verbal communication and training skills a MUST
- Experience working in any service role desired
- Experience working with distributors in the Asia Pacific, Middle East or Africa region is a plus
- Must be willing to travel up to 20%
Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.
